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The Heart’s Intuitive Intelligence

Last Thursday, I had a meeting with a business colleague.  We had only met once before – but somehow the energy felt really good between us.  Conversation flowed.  Ideas bubbled to the surface.  Creative spirit abounded.

During the conversation, it became apparent that I had talked in our previous meeting about intuition.  I had forgotten this – but it  is something I have recently become very interested in.  In summary, it’s the idea that the world is far too “mental” and that many have lost touch with their intuitive guidance system – based around the heart.  I’m also a strong believer in the idea that everything is connected.

And so it was, just by chance (as happens when browsing the internet) I came across this video below:

I don’t know too much about the organisation behind the video – but just love the overall theme, messages and visuals.  It somehow helps us to remember things we have forgotten or lost – so we can get back into the life-force and remember who we are.

Sit back and enjoy!

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Harry’s a Dog

If you had asked me two years ago whether or not I liked dogs, I would have been pretty neutral.  I’ve lived with cats before, but dogs were different.  Anyway, to cut a long (shaggy dog) story short, Harry appeared in our house a year ago and – a year on – I would say that I do like dogs.  I like Harry in particular.

Harry is a Cocker Spaniel.  He is so fluffy, he is like a teddy bear.  He is intelligent and has stopped being a puppy (when everything got chewed).  He is energetic and playful.  Most of all, he allows us to go for a good walk everyday.

Harry

 

On Sunday we went for a fantastic walk to a nearby reservoir – and Harry kept running backwards and forwards to ensure his pack stayed together.

Anyway, I was thinking, what does Harry think?  And I came across this brilliant cartoon that probably summed it up:

Mind Full or Mindful

Says it all, really!

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Democracy, Accountability and the Power of Protest

This week three events happened that highlighted to me that the way that the world owns, controls and governs the 7bn people on the planet is under extreme pressure.  Yet signs that the new world is responding in sensible and more conscious ways are encouraging.

As the old-world sovereign-states governments try to balance their own budgets and wrestle with their own, unique, local problems, multinational companies increasingly put two fingers up to them to avoid paying corporation tax.  Apple is a good example which, this week, apparently saved over $9bn in tax with a “bond manouever”.  If you were Tim Cook, you’d probably have done the same.  Yet the countries that need the tax revenue  to help get themselves out of the debt that they have are being out-manouevered by the multinational tax avoidance network that serve the corporate giants that belong to no country and are accountable to, well, their shareholders, of course.  Big companies seem to get it all their own way.

In the middle east, even after all the investigations over the justification of the Gulf War and whether or not Saddam Hussein did or did not have weapons of mass destruction, we are fed confusing news that civilians are being sprayed with nerve gas in Syria – and that West military intervention is, once again, becoming more intellectually justifiable.  Soil samples have degraded and there is not enough evidence for going to war.  So we have to wait.

Yet there are interesting counter-pressures.  As a beekeeper, I have been keenly following developments on the EU which, this week, voted for a two-year restrictions on the nerve-agent pesticides (called neonicotinoids) blamed for the dramatic decline global bee populations. The EU decided on a narrow majority of 15/27 votes.  The UK was one of eight countries that voted against the ban in spite of a petition signed by 300,000 people presented to Downing Street last week by fashion designers Vivienne Westwood and Katharine Hamnett.   The Independent has also campaigned to save Britain’s bee population.  The British government’s choice to vote against the ban was based on the fact that “there was not enough evidence” that bees were being affected – and that the samples in various tests had been contaminated.  The uncanny similarity between degraded soil samples from Syria and contaminated samples that voided tests for the bees made me think: how convenient!  How convenient it is for a government or a leader to ignore evidence when “tests are inconclusive” or when the “evidence is not clear”.  No decision is better than a decision that you could be held accountable for!

However, we beekeepers must thank the internet protest networks – led by Avaaz.org – who managed to get enough support in countries (other than the UK) to swing the vote against the vested interests of  Bayer and others who have, until now dominated the decisions taken in our food chain –  from the seeds we plant, the agricultural methods we adopt through to the quality of foods we eat.

4-Beekeepers-AFP

The bees have a short respite and Avaaz is now pursuing the real Dark Lord in the battle for  Mother Earth.  Go on.  Vote.  It can only help a growing wave of public opinion to counter the madness of global corporate arrogance that they are accountable to no one.

I believe that there is hope for us all with this new type of democracy emerging.  The vote to ban neonicotinoids was a turning point for me.  It would appear that these online campaigns really are starting to get policy makers in multinationals to think again and change their minds.  They have a new body that they need to recognise – and a protest can come from nowhere and expose issues is uncontrollable ways.  PR companies and even newspapers are becoming less and less effective in this new world of informed  internet politics and political activism.  Even governments must be encouraged as it gives them a new reason to act, not just sit on the fence because “there is no evidence”.  After all, most of them want to get voted back into power.

Interested to know what you think – please do leave a comment below.

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World Water Day and The Big Thirst

I have subscribed for several years now to a great site called ChangeThis – where anyone can publish a manifesto to change something that they think is important.  So it was today that I was browsing the site and found out that it is World Water Day.  Designated by the United Nations General Assembly in 1993, World Water Day is held annually on March 22. It’s a day to focus attention on the importance of freshwater and sustainable management of water resources that grew out of the 1992 United Nations Conference on Environment and Development (UNCED) in Rio de Janeiro. With over half of the world’s population now living in cities, this year’s focus is understandably on water and urbanization, under the slogan “Water for cities: responding to the urban challenge.”

There are quite a few statistics and factoids listed (mostly U.S. centric) that come from a new book called the Big Thirst, being released on April 12 by Free Press.  However, they still make you think:

  • Water is the oldest substance you’ll ever come in contact with. The water coming from your kitchen tap is about 4.3 billion years old.
  • A typical American uses 99 gallons of actual water a day–for cooking, washing, and the #1 personal use in the U.S., toilet flushing. But a typical American uses electricity at home that requires 250 gallons of water each day. And an American eating a diet of 1,700 calories a day is eating food that requires 450 gallons to produce–each day.
  • The average cost of water at home in the U.S.–for always-on, purified drinking water–is $1.12 per day, less than the cost of a single half liter of Evian at a convenience store.
  • Water and energy are intimately linked. Electric power plants in the U.S. consume 49 percent of the water used in the country. And water utilities are the single largest users of electricity in the U.S.–in California, 20 percent of all the electricity generated is used to move or treat water.
  • Water and food are also intimately linked. Worldwide, farmers use 70 percent of water. And agriculture is also one of the least efficient users of water. Half the water farmers use is wasted.
  • Americans spend almost as much each year on bottled water ($21 billion) as they do maintaining the nation’s entire water infrastructure ($29 billion).
  • Las Vegas has grown by 50 percent in population in the last 10 years–without using any more water now than it did back in 1999.
  • In the U.S., we use less water today than we did in 1980. As a nation, we’ve doubled the size of our economy while reducing total water use. We have literally increased our “water productivity” as a nation by more than 100 percent in the last 30 years.
  • Microchip factories require water that is so clean it is considered dangerous to drink.
  • The difference in price between home tap water and a half-liter bottle of water at the convenience store is a factor of 3,000–you could take the bottle of Poland Spring that you buy for $1.29 at the local 7-Eleven and refill it every day for 8 years before the cost of the tap water would equal that original price, $1.29.
  • We often hear that “only” 2 percent of the water on Earth is fresh and available for human use, outside of the polar ice caps. The “only” 2 percent comes to 1.5 billion liters of fresh water for each person on the planet. It’s 400 million gallons for every person alive. That’s a cube of fresh water for each us as long as a football field and as tall as a 30 story building.
  • The U.S. uses more water in a single day than it uses oil in a year. The U.S. uses more water in four days than the world uses oil in a year.
  • Enough water leaks from aging water pipes in the U.S. each day to supply all the residents of any of 30 states.
  • The city of London loses 25 percent of the water it pumps.
  • Seventy-one percent of earth is covered with water, but water is small compared to earth. If Earth were the size of a minivan, all the water on Earth would fit in a half-liter bottle in a single cup holder.
  • Not one of the 35 largest cities in India has 24-hour-a-day water service. Even the global brand-name cities like Hyderabad, Bangalore, Delhi and Mumbai offer water service only an hour or two a day.
  • Treating diarrhea consumes 2 percent of the GDP of India. The nation spends $20 billion a year on diarrhea–$400 million a week–more than the total economies of half the nations in the world.
  • A common statistic is the 1 billion people in the world–one in six–don’t have access to clean, safe drinking water. But a less well-known statistic is equally stunning: 1.6 billion people in the world–one in four–have to walk at least 1 km each day to get water and carry it home, or depend on someone who does the water walk. Just the basic water needs of a family of four–50 gallons total–means carrying (on your head) 400 pounds of water, walking 1 km or more, for as many trips as required, each day.
  • Between 1900 and 1936, clean water in U.S. cities cut the rate of child deaths in half.
  • Water required to manufacture 1 ton of steel: 300 tons Water required to produce 2 liters of Coca-Cola: 5 liters
  • Cooling water a typical U.S. nuclear power plan requires: 30 million gallons per hour
  • Water that New York City requires: 46 million gallons per hour
  • Water required to maintain a typical Las Vegas golf course: 2,507 gallons for every 18-hole round of golf Each hole of golf, for each golfer, requires 139 gallons of irrigation water.
  • Average time a molecule of water spends in the atmosphere, after evaporating, before returning to Earth as rain or snow: 9 days
  • Amount of water that falls on a single acre of ground when it receives 1 inch of rain: 27,154 gallons
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On Sustaining the Gains (and Losses)

You are probably past the point of setting New Year’s resolutions and have forgotten the one you set last year.  Yet when you look back a year and look forward a year, it is surprising how little changes and how much stays the same.

Sure, 2011 was turbulent for many.  In Europe, we seemed to leave the year with an uneasy sense of unknowingness about what lies ahead in 2012 for the Eurozone.  And we are told that the world is now so connected that we don’t need New York to sneeze before the rest of the world catches a cold.  The sneeze could come from Berlin or Beijing or anywhere else for that matter.

Yet there is nothing like a conscience and a critical review to remind you of what you committed to and what you forecast might happen…. And writing a blog is somehow a very public way of saying that I commit to something at the start of a New Year.

So it was that I was surprised to find that I went public this time last year to reduce my bodyweight.  Apparently this is the most common New Year’s resolution that people make.  I did actually manage to lose a stone between January and April last year – only to put on 9 pounds between April and Christmas!

So often, (in weight loss AND in business performance), the gains are difficult enough to achieve – but even harder to sustain.  It is not that my body needs to be as heavy as it is.  It is more about habit – and changing the habits that have been laid down over a lifetime.  It didn’t take much for me to revert to my old habits as the summer came and the bees started to make honey!

Reading the press over the New Year, it was interesting to see that the UK population has become more and more obese – and some say over 35% is now obese.  As has the banking system and, perhaps many of the service organisations that try to service our needs – or so the current UK government thinks.

So the question for me is how to we can reduce weight and sustain a healthy lifestyle in a world that seems to becoming more obese.

My diet last year where I managed to lose a stone in weight was not really a diet.  I never felt hungry the whole time I was on the regime.  I simply reduced the number of calories I ate.

In a similar way, the two puppies that we took on in September are a good weight – because they get fed the correct amount of food each day.  It is interesting, also, that we have never been as healthy as our parents and grandparents were the 1940s when the country had food rationing.

It is not so much, then, about reducing weight.  It is more about eating the correct amount you need to achieve and maintain a natural bodyweight.

So, for this year, as well as reducing weight (another stone would do), I resolve to try to sustain the weight loss.  I would also like to do the reverse for my business – increase the revenues and sustain the flow!  Funny that in March last year I earned the most in a month when my weight reduced the most!

Maybe one idea works with the other.  Who knows?  Maybe the Lean Folk know.  Makes you think, anyway!

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Presence over Process

This week, the bees went to bed for the winter. Fed down with verroa treatment in the hope that most colonies will survive the winter.

I have also had three very different conversations this week about the importance of Business Processes. In each conversation, I came to a different set of conclusions. However, there was one over-riding idea that shone through from each conversation. The obsession with the current process-centric religion in management thinking has actually made many of our service-based organisations less, not more effective and less, not more efficient.

The first conversation came from an experience I had with a US-based hosting company I have used for about ten years. Last year they put SAP into the company. Two months ago the company was sold. The service has been declining for about a year. Coincidence? I don’t think so. The new process involves forcing you to ring a US telephone number which is actually answered by someone in the Phillipines who filters you so they can direct you to the right department. The problem I had involved both Domain Names and Hosting – so I ended up being put through to two departments. In the end I was double-billed and had to ring back a week later to complain – when I went through the same rigmarole – and was sent an email to say I couldn’t reclaim the money because it was against company policy. I rang a third time and finally got through to someone who sorted me there-and-then. Sounds familiar? More like a telephone company? Yes, indeed. I then got hold of the Director for Customer Experience and Process Design on LinkedIn to share my story. He was a Harvard MBA. He saw my profile but ignored me. The company is called Network Solutions.

The second case was with a former colleague whom I had lunch with. He is an aspiring partner at one of the big five consulting practices. He told me he was writing a paper about the importance of process design in telecoms companies. I cited the above story and said that Presence was more important than Process. He looked quizzical. He could not compute. He was not sure how he could implement Presence and make money out of the idea from a consulting assignment.

The final conversation was with an enlightened ex COO of a Telecoms company with whom I had lunch with on Tuesday. He said he was process mad – yet when you listened to his stories of how he managed processes, there was a great deal of practicality and experience blended in with the importance of providing the right information to the right person at the right time to turn customer issues and questions around on the first call.

In the crusade to banish the obsession with Process centricity, I continue to marvel at the bees that I keep. They don’t have crazy processes to waste time. They have developed an approach that balances Process AND Content (or pollen/nectar collection) IN THE MOMENT so that they can respond with far more intelligence than just following a book of rules. Interestingly, the model they use shows that outsourcing is extremely wasteful and makes no sense at all. If you have to hand off, do it only once (not three times like ITIL). The models from the bees also demonstrates the sense of investing in small, agile “cells” of capacity and capability tuned to specific types of demand.

To summarise, I believe it is time to create a new management paradigm based on Presence (modelled much more on the natural world that the bees have developed over 50 million years). It creates a paradigm shift that takes us away from the insanity (or caetextic thinking) of process-obsession and into a new much more organic model based on cells or colonies that can respond to demand of various types a seasonal basis.

Just like the bees do.

I am writing a book on the idea – so expect more like this in future postings.

I have also posted Presence over Process on MIX – The Management Information Exchange – please add comments and vote for the idea there or add your comments here as you wish.  Always valuable!

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Innovation at the Edge of Elecricity

Although this is almost exactly a year old and quite US-centric, the video below “Innovation at the Edge of Electricity” was made. It has some great stories that may well make the minds of anyone living in the US or Europe boggle at how true innovation is happening in the developing world without any “help” from regulators or lawmakers.

As technology is forcing industry convergence, it is not just the Western-style Telecoms regulation that is getting in the way, but the rules and regulations from the Electricity and Banking Industries too. For instance, look to Africa, not Europe or the US if you want to see what true innovation is on mobile payments.

Many of the stories are particularly helpful when we think at how we should rollout faster broadband to the so-called “Final Third”. Innovation has always happened on the edge of the network. Surely it is time for us to include some of these new ideas from the “edge of electricity” and adapt them to our own requirements. Or will we let the regulators carry on regulating our service industries to die a slow, painful death?

Well worth watching to the end.

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Digital Scotland and The Royal Society of Edinburgh

Just returned from the Next Gen ’10 roadshow in Edinburgh.

The most interesting thing for me ( which I had compeletely missed before I went there) is that Scotland has approached this whole problem of upgrading the broadband network by commissioning the Royal Society of Edinburgh to look at the problem afresh.  Unlike The Royal Society (based in London), the RSE has maintained the “Scottish Generalist Tradition” and have brought an eclectic set of wise folk to apply new thought and rigour to working through the issue of broadband in Scotland so that it serves the wider context of society and the economy.  Technology is a means to a greater end, not an end in itself.

The Digital Scotland interim report can be found by first clicking on the RSE logo below and then clicking on the link right at the bottom of the page “Read Interim Report”:

Unlike the Digital Britain report which was written in the time of a dying administration by economist-politicians, bureaucrats and quangos, and then attacked by the new administration to become a nearly totally ineffective set of recommendations, Scotland has approached the problem with refreshing renaissance-style method that only a body like the RSE can do.  It is an elegant combination of mathematical logic combined with rounded, objective reasoning – and moves the debate forward so that Scotland might well take the thought-leadership position when it publishes its final report once the current comments have been digested.

One conclusion that I came away with is that the whole debate about where fibre goes should be re-focused around Fibre to the Community.  Many of the more rural areas in Scotland would benefit tremendously by digging a single fibre into the community.  The current ambitions of Jeremy Hunt and the Con-Lib coalition government for the UK to become the leader in Europe for broadband by 2015 – without any central government funding – becomes even more challenging when one compares us to Finland – which was very well articulated by Professor Michael Fourman in his detailed analysis backing up Digital Scotland at the conference.

One of the strange things is that the interim report talks of Fiber, not Fibre.  I am not sure how this American English has managed to get into a perfectly good Scottish-English Language document.  But Hey Ho – the world moves on!

The Scots, Edinburgh and the RSE have a long tradition of great invention and enlightened thinking.  This blog will keep a keen eye on developments North of the Border.

(P.S.  The talk that I gave on Sir Patrick Geddes will be put onto this post once I transcribe and edit it.)

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When the Pipe is Blocked

Most of the past week has been taken up with me trying to connect my right leg back to my body.

However, my leg has not been cut off – nor have I been involved in any domestic violence or serious accidents.

Let me explain…

Last Thursday, I had been suffering from a cramping pain in my leg for over a week.  The leg had been swollen for a while and felt quite detached from the rest of my body.  So I decided to go to the doctors on Friday – just before the long Bank Holiday weekend.  He suspected some sort of Thrombosis (or a blood-clot in a vein) and I started a course of medication to thin the blood.

A scan on Tuesday confirmed that I had Deep Vein Thrombosis or DVT.  The sort of things they get worried about when you are old and go on long-haul flights.  So I am now on blood-thinning medicines for 6 months to get rid of the clot.

Picture from: http://heartstrong.wordpress.com/2010/03/30/march-is-dvt-awareness-month-are-you-at-risk/

I suppose it is strange to you that I am writing about such a personal experience on my blog, but this blog is designed to make you think.  It has certainly made me think hard about the more important things in life like family, friends, fitness and general work-life balance.  Even my own mortality!

I have always taken good health for granted and I have not had to go to the doctor for anything serious for years.  But, more importantly, I was thinking how important good circulation or FLOW is in any organism….and I started to wonder what “Organisational DVT” might look like.

If you look for natural flows in an organisation, then there is deal flow and cash flow and the flow of information to fix a problem.  There is also the flow of planning information to coordinate future plans and get everyone (especially suppliers and customers) in-sync.  If things really go wrong, then we can end up with burst pipes and oil disasters.

So the concept of one of these flows within an organisation getting blocked becomes quite interesting to me in the work that I do.

In many ways, if things are flowing, then life is as it is meant to be.  If things are blocked, then life becomes a struggle and the consultants get called in – both medically and managerially!

So if the analogy can be taken further, then it is interesting to wonder what the equivalent of blood-thinning agents are to organisational DVT…  One of the most important is cash – and if you can’t borrow it, then parts of the organisation will surely become blocked and unhealthy.  But there are probably many more examples.

Now I know what is wrong with my leg, then I hope it will start to reattach itself to the rest of my body, as it were, so that I feel whole again as the clot dissolves.

After all, you only have one body – and selling-off parts or divisions to the highest bidder is not the answer in this particular case!  That is where the analogy between human bodies and organisational bodies perhaps starts to break down.

All the same, it is an interesting analogy and one that I may well explore further in future Thursday Thoughts.

As before, all comments welcome!

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Why do some organisations drive us totally bonkers?

Most of us can relate to examples of when customer service organisations have driven us completely bonkers: being passed off to another department that does not answer your call and drops you into a black hole; getting through to an Indian call centre that has not a clue how to address your problem; orders placed and fulfilled incorrectly……the list is endless.

With the so-called customer relationship being such a fundamental component to the success of any business, why do companies behave in such a maddening way? The answer may well lie in some interesting new research from psychology. It describes a model that helps to diagnose the roots of certain common mental health problems but can also be extended to help us understand some of the more general dysfunctions that we see within organisations.

The New Psychology of Caetextia (or Context Blindness)

Recent psychological research in the UK has come up with a new model for us to understand better what is going on with people suffering from a range of mental health conditions such as Asbergers’ syndrome, Autism and schizophrenia. In summary, these symptoms are best expressed by the inability of people to switch easily between several foci of attention – and to track them against the history and context that relates to them. This new line of research has been called ‘caetextia’ by the researchers: coming from the two Latin words caecus, (meaning ‘blind’) and contextus, (meaning ‘context’). Further details can be found at www.caetextia.com.

It would appear that organisations can also demonstrate the symptoms of caetextia (or context-blindness). Organisational Caetextia (or OC as we will call it from now on) can help us understand why some organisations exhibit a sort of madness when dealing with their customers and employees – yet give us a clue as to why they remain blind to the significant consequences of acting in such a crazy way.

In cases of caetextia in individuals, the new research has uncovered two types of context blindness – and OC can also be observed in two distinct types of dysfunctional behaviour. Before we look at these two types, though, it is worth looking in more detail at the part of the brain that allows us to process context.

Parallel Processing in the Human Brain

In order for us to have context, we need to be able to see events from different points of view. Recent research into how the brain works has revealed that all mammals have a part of the brain that can process masses of information at the same time – similar to the new ways that we configure parallel processing in computers. This part of the brain developed millions of years ago to guage the risks associated by processing multiple streams of information and unconsciously comparing them to previous experiences. This is something we take for granted today, but millons of years ago it was the key to any mammal’s survival and conserve energy by not reacting to every stimulus that came along.

The research has concluded that this parallel processing part of the brain can become impaired – and this is particularly prevalent in people who demonstrate symptoms on the autistic spectrum. In such cases the brain cannot do the parallel processing necessary to keep separate streams of attention, switching effortlessly between each of them to assess their relevance to what is actually happening in the here-and-now. This form of parallel processing requires the brain to dissociate: in other words to be able to to review what it knows about something that it has come across before, whilst also paying attention to that something in the present. It is no wonder that such people often suffer from learning difficulties!

Two types of Organisational Caetextia (OC)

The research has also uncovered two types of Caetextia: front-of-brain or straight-line thinking blindness and back-of-brain random association blindness. What is interesting is that these types of caetextia can also be applied to organisations and can help us understand why some organisations are so disconnected.

The first type can be called “Process OC”. This is where an organisation processes work in logical straight lines without taking into account the wider organisational implications of doing so. This type of OC is fixated in the front of the brain. Examples might be a call centre agent who does not know which person or department to hand-off someone to and simply puts them into a telephone black hole. Another example might be an agent who says “I am really sorry that this has happened to you, I will get someone to ring you back” – and they never do.

Organisational Caetextia of the process type tends to happen lower-down organisatons (for instance someone in the back-office saying: “that’s not my job, I only process this type of transaction”. Front line workers will often be encouraged to adopt to this type of thinking with phrases such as “You are not paid to think. Just do what I say”. This dysfunctionality is exacerbated by outsourcing arrangements where the supplier organisation fulfills its minimum service level obligations and is very much driven by the mantra “if it is not in the contract, then I can do it, but it will cost you more”.

The second type “Informational OC” tends to be found higher-up in organisations. This type of OC is based in the back of the brain. The symptoms of this type of organisational madness is driven by managers and “leaders” defining a whole world of information they need to run the business that is of very litle value other than to those managers holding their jobs down or playing the politics of the given day. Often the amount of information needed expands without any understanding on the cost associated with gathering it. The information is then dressed up as targets to “motivate” those lower down the organisation to stretch themselves to meet those targets and get a bonus. Vast parts of the organisation chase numbers that have no bearing on the reality of what is actually happening to customers on a day-to-day basis.

In times of stress, the information will often be used to create random associations between the data sets, coming to rapid conclusions to reinforce otherwise illogical assumptions and then finding it rather difficult to justify their decisions after the event. The whole saga of justifying Weapons of Mass Destruction in Iraq is a good example of this. Organisations also use such pools of information to get rid of people lower down in the organisation who are not “conforming”… even if the data bears no resemblence to reality and the people are doing valuable work with customers.

Conclusion

Successful organisations use back-brain (information = innovation) with front-brain (process = delivery) in a combination that drives continuous improvement. A well-known example of this is Google who allow each employee to spend 20% of their time on their own projects.

In less successful organisations, these two frameworks of OC might be useful in alerting organisations, managers and employees or service workers to the madness that is around them – and perhaps give them a perspective to stop some of the maddening things they are doing to their customers and suppliers at the moment!

References

More on the basic and ongoing research at Mindfields College (now Human Givens College) at: http://www.caetextia.com

The main ideas in this article were first published with Mark Richards (ex:pw consulting) in an article for the CRM evaluation centre.

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